West Yorkshire Area Team 2014/15 Patient Participation Enhanced Service Reporting Template Practice Name: Keighley Road Surgery Practice Code: B84010 Signed on behalf of practice: Will Menzies Date: 30 th March 2015 Signed on behalf of PPG: Irene Mulhall Date: 30 th March 2015 1. Prerequisite of Enhanced Service Develop/Maintain a Patient Participation Group (PPG) Does the Practice have a PPG? YES / NO Method of engagement with PPG: Face to face, Email, Meetings The PPG consists of an active group, regularly attending meetings as well as a virtual group receiving quarterly emails including minutes and any details of topics discussed. This ensures that the group are including members wanting a more active membership, as well as others wanting to read up and comment or be involved when wanted. Number of members of PPG: 24 Detail the gender mix of practice population and PPG: % Male Female Practice 49 51 PRG 33 67 Detail of age mix of practice population and PPG: % <16 17-24 25-34 35-44 45-54 55-64 65-74 > 75 Practice 21 11 12 12 15 12 11 6 PRG 0 0 8 21 9 21 33 8
Detail the ethnic background of your practice population and PRG: White Mixed/ multiple ethnic groups British Irish Gypsy or Irish traveller Other white White &black Caribbean White &black African White &Asian Other mixed Practice 97 1 0 2 0 0 0 0 PRG 96 0 0 0 0 0 4 0 Asian/Asian British Black/African/Caribbean/Black British Other Indian Pakistani Bangladeshi Chinese Other Asian African Caribbean Other Black Arab Any other Practice 0 0 0 0 0 0 0 0 0 0 PRG 0 0 0 0 0 0 0 0 0 0 Describe steps taken to ensure that the PPG is representative of the practice population in terms of gender, age and ethnic background and other members of the practice population: The surgery has PPG sign-up forms available at reception. A PPG notice board is in the waiting area of the surgery which also helps to advertise the group to patients. There is also a PPG page on our website showing previous minutes of meetings and patient group reports. Our group remains consistent with ethnic background; however we are under-represented in the younger age groups. We continue to advertise for younger patients to join the group and we have contacted the local schools with no success. Are there any specific characteristics of your practice population which means that other groups should be included in the PPG? e.g. a large student population, significant number of jobseekers, large numbers of nursing homes, or a LGBT community? YES/NO If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful:
2. Review of patient feedback Outline the sources of feedback that were reviewed during the year: MAY 2014 PPG Meeting: WM talked through the results of the patient survey in more detail following distribution in March. The results are published on our website and a hard copy is displayed in the waiting area. In summary, we see results that mirror the national averages and exceed them in certain areas such as confidence in clinicians here at Keighley Road. We are encouraged by the fact that a lot of patients are happy to use new services such as Online Booking of appointments, Online Prescription Requests, Text Messages (appointment reminders, some test results, cancelling appointments). Online Appointment booking and repeat prescriptions are available now and we will be implementing an enhanced text service in August we will be using the seasonal flu vaccination programme to test the new text service. OCT 2014 PPG Meeting: Local Ward Councillors Barry Collin and Lisa Lambert attended this Patient Group meeting to see how we engage and act upon patient feedback. The invitation for councillors to attend was extended following recent media interest in Keighley Road Surgery. DEC 2014 Complaints Review: It became clear in October and November that patients were becoming concerned about the level of care of a particular doctor. Whilst no patient made an official complaint, there were various verbal concerns raised to staff members. This was taken very seriously, investigated and the clinician in question had their contract terminated with immediate effect. DEC 2014 - Friends and Family Test: Launched in December 2014 and collects feedback from patients via the website and the hard copy collection in the waiting area. We have seen an excellent response and the initial responses were reviewed by the patient group who were encouraged by the high level of respect for our staff. However, access continues to be an issue and the PPG are aware of the focus in this area. How frequently were these reviewed with the PRG? Quarterly, during meetings.
Action plan priority areas and implementation Keighley Road Surgery - PPG ACTION PLAN 2014-15 AIM ACTIONS WHO? TARGET DATE UPDATED PROGRESS PRIORITY AREAS 1. Increase Influenza Take Up - Campaign Leaflet produced with drop in clinics Leaflets widely distributed in Illingworth and Ovenden Jayex board updated with flu clinics Website updated with clinic dates PPG Members/ Practice Staff September 2014 Leaflet detailing all drop in clinic dates produced Leaflet distributed via newsagent (insert in local paper) Leaflet distributed to high footfall areas in Illingworth & Oveden by PPG member 2. Roll out full textback service 3. Review Access constantly Test service with a small sample of patients Use for appointments reminders and DNAs Use Flu campaign as a full test Use textback for clinic invites (2015) Use text service to promote Patient Group activities Look at ways to increase number of appointments Constantly review at partners meetings Keep patient group up to date with developments PPG Members ES Practice Staff PPG Members ALL December 2014 March 2015 MJOG used in all actions as per left MJOG now in full use for flu vaccination awareness and reminders and advertising Patient Group activities in the area Pharmacist employed every PM to take on repeat prescriptions, freeing up GPs for more appointments Access reviewed weekly at partners meetings (resulting in Pharmacist being employed above) Updates provided at PPG meetings
Action Plan: Description of priority area: All actions are shown above and were developed in partnership with the PPG. What actions were taken to address the priority? Actions were prioritised by the practice staff in terms of practicability for the team. Result of actions and impact on patients and carers (including how publicised): Results and progress are included on the action plan, published on the website and on the PPG surgery notice boards. Progress on previous years If you have participated in this scheme for more than one year, outline progress made on issues raised in the previous year(s): The surgery became involved with the Practice Champions project in the year. This is a local initiative where patients become Practice Champions and become more actively engaged with their communities, using facilities and resources at the practice and acting as ambassadors for groups, activities and voluntary groups in the area. Champions received training and have met numerous times during the year to develop ideas, knowledge and learning. This year, the Practice Champions, with help from the surgery have setup a new Diabetes Support Group, an Oral History/Reminisence Group and enhanced the Healthy Walks that leave from the surgery several times very month. The practice has supported the groups in setting up and advertising and they are seeing lots of success in engaging meaningfully with a range of age groups. The surgery is also involved with the local Staying Well project in the area, where local people will be trained to prescribe social activities and groups to others after referral by a GP or ANP. The project is in its infancy at the moment, but the surgery has committed to offering resources and crucially space to deliver this new service throughout 2015.
3. PPG Sign Off Report signed off by PPG: YES/NO Date of sign off: 30 th March 2015 How has the practice engaged with the PPG: How has the practice made efforts to engage with seldom heard groups in the practice population? Has the practice received patient and carer feedback from a variety of sources? Was the PPG involved in the agreement of priority areas and the resulting action plan? How has the service offered to patients and carers improved as a result of the implementation of the action plan? Do you have any other comments about the PPG or practice in relation to this area of work? The practice engages with the PPG via meetings, emailed correspondence and ad-hoc meetings as & when requested. The practice was part of a Calderdale wide recruitment drive in local schools that proved fruitless. We have made repeated requests to engage with the local large school. We review feedback from a variety of sources, formal, informal, planned and as hoc to ensure we are being as responsive as possible. The PPG agreed the 3 point action plan that was delivered successfully in the year. The service has continued to improve, using new technologies to supplement our offer through the year, particularly in relation to the text service. However, we recognise that access remains an issue for patients and we are trying to address this by reviewing our access regularly and making changes where we can within the resources available. There is a core group in our PPG that are actively engaged and we are very grateful for this. We would like to see the group increase in size to be more representative of our patient population.